The thinking outside the box: The Amazing world of online retail giant Amazon

view gallery VIEW GALLERY

Fifteen years after its UK launch, the shopping site employs tens of thousands of people in areas where traditional industries have gone under. Simon Usborne takes a browse behind the scenes

It is only when browsing the actual – not virtual – shelves of the world’s biggest retailer that the surreal multiplicity of its wares becomes clear. Hello Kitty scooters share space with frying pans, padded guitar bags and tins of Baxter’s luxury lobster bisque. Peppa Pig train sets rest above pepper grinders and jars of gourmet jelly beans. Had you wanted a Puzzle Plush hide-a-squirrel toy for your dog last Thursday morning, I could have told you definitively that there were only three left in stock.

Viewed from a distance, this jumble of goods creates a crazed collage of consumerist Britain. Amazon.co.uk took its first orders 15 years ago this week, three years after a guy called Jeff sold his first book from Amazon.com – then a single computer in his Seattle garage. That the site has turned Jeff (Mr Bezos to you and me) into a billionaire and transformed the way we shop is well known. But how has it changed the lives of its burgeoning workforce – and the former industrial towns in which it prefers to operate?

Amazon, perhaps tentatively, agreed to give me a tour of CWL1 (it has had bad press lately, more of which later), its code for a cavernous warehouse off the M4 between Port Talbot and Swansea in South Wales. It is the second largest of the company’s eight UK “fulfilment centres”, which together employ more than 20,000 “associates” during the Christmas rush.

On 3 December last year – Amazon’s busiest 24 hours – laden lorries left its UK centres at a rate of one every two minutes. The website received 3.5 million orders that day, or 41 every second. Meeting that kind of demand requires sophisticated technology, sweat, and high security. Arriving at the Swansea centre, which is the size of a dozen football pitches, is like visiting a supermax prison. Between the thick steel gates and the entrance to the warehouse floor, a receptionist taps a code into my mobile phone to reveal its serial number. He logs it to ensure it’s the only handset I go home with.

As I head further in, hundreds of staff in hi-viz vests and steel toe-capped shoes are leaving the floor for their 30-minute lunch break. Before they reach the canteen, where a cheese and ham slice looks like the pick of the day, they walk through airport-style scanners and are then given a once-over by a team of guards armed with security wands. Nothing apart from the clothes they wear may pass in or out to ensure nothing is stolen.

The workforce here will peak at 2,500, more than doubling in the next few weeks. Matthew Healy started five weeks ago after a period on job seeker’s allowance. He was given the job of “picker” - the people who grab the stuff you order - and now walks about 10 miles a day. “I pick the larger items,” the 20-year-old says on the floor. “Anything from ironing boards to bags of dog food. It’s good exercise – I’ve already lost more than a stone.”

Amazon’s Swansea fulfillment centre is the second-largest in the UK (Tim Mossford) Amazon’s Swansea fulfillment centre is the second-largest in the UK (Tim Mossford)

 

Matthew was inducted by his older sister, Sarah, who joined three years ago. They commute every day from Aberdare, 25 miles north-east of Swansea Bay, where Amazon arrived five years ago. The village, near Merthyr Tydfil, used to lie at the heart of the region’s coal mining industry. Since its collapse, a growing number of residents have started fuelling a different sort of economy. “There’s not a lot of work there,” Sarah, 25, says. “That’s why I came here but back then there weren’t many people from Aberdare at Amazon. Now we’ve got whole minibuses coming in and car-shares. It’s really helped our community.”

But while Amazon wins with customers – the company topped a poll of Britain’s favourite retailers this week – not everyone is positive about the impact of its mines of the 21st century. As well as facing criticism for its tax arrangements this year, Amazon has been hit by reports of its employment practices and conditions. As Bezos himself told Forbes magazine last year: “Our culture is friendly and intense, but if push comes to shove, we’ll settle for intense.”

Like all temporary staff, Matthew is employed via an agency, without the benefits of permanent staff, and may be released at any stage on a so-called “zero-hour” contract. Ex-employees at the Amazon centre in Rugeley, east Midlands – another former mining town – told Channel 4 News in August that lunch breaks could be as short as 10 minutes because they included the often long walk to and through security. They also claimed holiday pay was not always forthcoming.

In its response, Amazon said all its agencies were contractually obliged to give holiday pay, and drew attention to the large number of its permanent staff who, like Sarah, start in temporary roles before being promoted. At Swansea, Nicola Sweeney, the general manager, says that by the end of the year 1,600 seasonal staff will have taken full jobs. She also insists management responds to staff concerns. The canteen menu has just been smartened up, and work shoes improved.

Amazon has 6,000 permanent employees in the UK (Tim Mossford) Amazon has 6,000 permanent employees in the UK (Tim Mossford)

 

Before products reach Matthew and his fellow pickers, crates are unloaded from lorries arriving constantly from all over Britain and beyond. Workers scan every item into a giant database and pass them on for stowing. That’s where things get random. To maximise space, any product may be stowed on any shelf. As long as each item is scanned together with the barcode stuck to the shelf, it doesn’t matter that no human could remember where it is – because the central computer will.

As orders come in, the system generates lists of dozens of products according to their locations. Lists are assigned to pickers equipped with  trolleys and scanners. Machine then directs man along the most efficient possible route, telling the picker the precise aisle and shelf number for each product. Later, at ranks of packing stations, workers are told which box to reach for according to the stored dimensions of each product. Rolls of brown paper provide cushioning before, finally, robots poised above conveyor belts slap on the address labels. No employee knows which order is destined for which customer.

I bump into a Polish picker in the books department and take a look at his scanner. It says he still has 87 items to pick in the next 44 minutes. Former employees have reported that Amazon penalises those who can’t crack the pace. But my guide insists that nothing bad will happen to the man if he takes, say, 45 minutes to finish his round. “He’ll make it in 44,” she says.

Outside in Port Talbot, the steelworks still dominate the skyline. It used to be the largest employer in Wales, but no more. Now owned by the Indian conglomerate, Tata Group, it cut 600 jobs as recently as last November - by coincidence at the height of Amazon’s recruitment drive. A sculpture called “man of steel” stands on a town square in front of Pizza Hut. He clutches six giant bars of steel. It would not take much to recast them as Amazon deliveries.

Amazon employee Sarah Healey says the company's warehouse has really helped the local community (Tim Mossford) Amazon employee Sarah Healey says the company's warehouse has really helped the local community (Tim Mossford)

 

The son of a former steelworker who works in a community role but did not want to be named, says Amazon has a mixed reputation in Port Talbot. “My son was taken on there with a view to working ’til after Christmas but they finished him a week before with no notice,” he tells me. “But they’re in a position to do that because of the economic climate. So many other employers have gone from here over the years. This is a poor end of the world and people want to work.”

Employment in and around Port Talbot has remained steady over the past decade or so at 65 per cent, below the Welsh average of 68 per cent and national average of 71 per cent. Swansea has the same level but employment there has declined from 71 per cent in 2004, a pattern familiar in former industrial areas across the country. Increasingly, the only employment available is temporary agency work, often with limited prospects or benefits. This type of work has increased by 20 per cent since the recession started in 2008.

“Clearly those former steel and mining areas have had extensive social and economic challenges for a generation or more,” Steven Phillips, chief executive of Neath Port Talbot County Borough Council, says. But, he adds: “Any employment or strategy by a significant employer that brings jobs to those areas is to be welcomed.”

Back in the warehouse, I meet Fred Dickinson, who at 64 is one of Amazon’s oldest employees. He used to work at a glass factory in Port Talbot until he was made redundant, and for many years in the army before that. He retires next year and won’t hear a bad word about Amazon. It gave his son work before he got a Masters degree and became a software developer, he says. It also gave him an unlikely new taste for a Norwegian delicacy.

“You do see all sorts of products working here,” he tells me. “I was picking some cheese up once, some brown cheese. Caramel it was. So I did try it and it was lovely. It was a bit expensive but I thought, ‘I’ll have a go at this’.”

Where did he buy it? “Where do you think!?”

Amazon.co.uk took its first orders 15 years ago (Tim Mossford) Amazon.co.uk took its first orders 15 years ago (Tim Mossford)  

Amazon stats

The UK site now offers more than 100m products in more than 30 categories.

The company has 6,000 permanent employees in the UK, and is now recruiting more than 15,000 agency workers for the Christmas rush.

Amazon UK’s delivery bill has exceeded £1bn in the past five years.

On 3 December 2012, Amazon.co.uk’s busiest day, a lorry left one of its warehouses on average once every two minutes and 10 seconds. The site received 3.5m orders in those 24 hours, or 41 every second. Two million products were delivered.

Workers, or “associates” can be required to walk up to 15 miles per day while picking products. They are entitled to a 30-minute lunch break during an eight-hour shift. Agency workers may be let go at any time.

£4.2bn Total UK sales last year

Turnover topped £320m

£2.4m Amount Amazon paid in corporation tax last year, out of a total tax bill of £3.2m

£2.5m Amount Amazon received in Government loans last year.

Amazon avoids paying tax on UK sales because it routes them through its European headquarters in Luxembourg, which has low taxes.

VIDEO
Have you tried new the Independent Digital Edition iPad app?
Arts & Entertainment
tv
News
Matthew Mcnulty and Jessica Brown Findlay in 'Jamaica Inn'
mediaHundreds complain over dialogue levels in period drama
News
peopleJay Z and Beyoncé to buy £5.5m London townhouse
Voices
voicesMoyes' tragedy is one the Deputy PM understands all too well, says Matthew Norman
Arts & Entertainment
Rocker of ages: Chuck Berry
musicWhy do musicians play into old age?
Arts & Entertainment
With Jo Joyner in 'Trying Again'
tvHe talks to Alice Jones on swapping politics for pillow talk
News
Jilly's jewels: gardener Alan Titchmarsh
peopleCountry Life magazine's list of 'gallant' public figures throws light on what it means to be a gentleman in the modern world
Sport
John Terry goes down injured in the 70th minute
sportAtletico Madrid 0 Chelsea 0: Blues can finish the job at Stamford Bridge, but injuries to Terry and Cech are a concern for Mourinho
Student
student
News
<b>Rebecca Adlington</b>
<br />This, the first British swimmer to win two
Olympic gold medals in 100 years, is the eversmiling
face of the athletes who will, we're
confident, make us all proud at London 2012
peopleRebecca Adlington on 'nose surgery'
Arts & Entertainment
tvJudge for yourself
Life & Style
tech
News
Tough call: is the psychological distress Trott is suffering an illness? (Getty)
healthJonathan Trott and the problems of describing mental illness
Life & Style
23 April 2014: Google marks St George's Day with a drawing depicting England's patron saint slaying a fire-breathing dragon
tech
Independent
Travel Shop
the manor
Up to 70% off luxury travel
on city breaks Find out more
santorini
Up to 70% off luxury travel
on chic beach resorts Find out more
sardina foodie
Up to 70% off luxury travel
on country retreats Find out more
Have you tried new the Independent Digital Edition iPad app?
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs General

Projects Financial Analyst - Global Technology firm

£55000 - £62000 per annum + outstanding benefits and bonus: Pro-Recruitment Gr...

Reception Teacher

£120 per day: Randstad Education Luton: Reception teacher required for an Outs...

Commercial B2B Pricing Specialist - Global Bids and Tenders

£35000 - £45000 per annum + excellent company benefits : Pro-Recruitment Group...

DT Teacher - Food Technology

£90 - £130 per day: Randstad Education Preston: The Job We are currently recr...

Day In a Page

Brits who migrate to Costa del Sol more unhappy than those who stay at home

It's not always fun in the sun: Moving abroad does not guarantee happiness

Brits who migrate to Costa del Sol more unhappy than those who stay at home
Migrants in Britain a decade on: They came, they worked, they stayed in Lincolnshire

Migrants in Britain a decade on

They came, they worked, they stayed in Lincolnshire
Chris Addison on swapping politics for pillow talk

Chris Addison on swapping politics for pillow talk

The 'Thick of It' favourite thinks the romcom is an 'awful genre'. So why is he happy with a starring role in Sky Living's new Lake District-set series 'Trying Again'?
Why musicians play into their old age

Why musicians play into their old age

Nick Hasted looks at how they are driven by a burning desire to keep on entertaining fans despite risking ridicule
How can you tell a gentleman?

How can you tell a gentleman?

A list of public figures with gallant attributes by Country Life magazine throws a fascinating light on what it means to be a gentleman in the modern world
Pet a porter: posh pet pampering

Pet a porter: posh pet pampering

The duo behind Asos and Achica have launched a new venture offering haute couture to help make furry companions fashionable
A History of the First World War in 100 moments: The mutiny that sent a ripple of fear through the Empire

A History of the First World War in 100 moments

The mutiny that sent a ripple of fear through the Empire
Hot stuff: 10 best kettles

Hot stuff: 10 best kettles

Celebrate St George’s Day with a nice cup of tea. Now you just need to get the water boiled
Sam Wallace: Why Giggs is perfect fit as Manchester United boss... in the longer term

Sam Wallace

Why Ryan Giggs is perfect fit as Manchester United boss... in the longer term
Renaud Lavillenie: The sky's the limit for this pole vaulter's ambitions

Renaud Lavillenie: The sky's the limit for this pole vaulter's ambitions

Having smashed Sergei Bubka's 21-year-old record, the French phenomenon tells Simon Turnbull he can go higher
Through the screen: British Pathé opens its archives

Through the screen

British Pathé opens its archives
The man behind the papier mâché mask

Frank Sidebottom

The man behind the papier mâché mask
Chris Marker: Mystic film-maker with a Midas touch

Mystic film-maker with a Midas touch

Chris Marker retrospective is a revelation
Boston runs again: Thousands take to the streets for marathon as city honours dead and injured of last year's bombing

Boston runs again

Thousands of runners take to the streets as city honours dead of last year
40 years of fostering and still holding the babies (and with no plans to retire)

40 years of fostering and holding the babies

In their seventies and still working as specialist foster parents